BB&T Outperforms Wells Fargo, Chase and Bank of America for Small Business Customer Experience Online

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New Report Ranks 16 Leading Bank Sites for Ease of Use, Content Quality and Persuasiveness

Leading web researchers Change Sciences Group released a new report today scoring national and regional banks on web site quality. The new report entitled The Prospect Experience of Small Business Banking: User Experience Benchmarks and Best Practices, looks at what small business people experienced over the last month as they attempted to begin a relationship on 16 leading bank sites.

In a significant jump, BB&T has moved to a first place position, outperforming Wells Fargo, Chase and Bank of America for the experience it provides small business prospects. The improved score is primarily due to better support for online account opening and product suggestion. Sites that score well in Change Sciences' Kantuit UX Compare methodology are more informative and persuasive while being easy to use.

For more about the report jump to

"BB&T has clearly paid careful attention to the online experience it provides to prospects over the last year. The degree to which it scores better that web powerhouses like Wells, Chase and B of A is not insignificant," said Steve Ellis, a Change Sciences partner. BB&T's support for product recommendations, for example, outperforms Bank of America by 41%. Its support for online account opening outperforms Chase by 24%.

Bank web sites for small business continue to underperform when compared to web sites dedicated to consumers. "Only about half of the sites we surveyed give business people the option of opening an account online. And only about half provide some kind of online product suggestion process. Both features are increasingly what prospects expect and well behind what banks do for consumers," said Ellis.

The top three sites overall are: BB&T, Wells Fargo and Chase.

Other banks covered in the full report include Bank of America, Carolina First, CitiBusiness, Citizens Bank, First Tennessee, HSBC, M&I Bank, PNC, RBC Bank, Regions, SunTrust, US Bank and Wachovia.

For more about the report including the complete site rankings, sample data and data highlights visit

About Change Sciences Group
Change Sciences was founded in January 2000 to help companies optimize online business by basing decisions on how people use technology while they live, work, and play.

Rhonda Mills
Change Sciences Group, Inc.
888-864-1160 x731


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Rhonda Mills
Change Sciences Group
1-888-864-1160 ext. 731
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